Technology Support Specialist

POSITION SUMMARY

The Technology Support Specialist, reporting to the Manager, Technology Operations, will provide technical assistance and support for end-users within the organization. This role is responsible for troubleshooting hardware and software issues, monitoring and maintaining Technology Services systems and services, and implementing solutions to ensure efficient and reliable technology operations. The Technology Support Specialist will also contribute to improving Technology Services processes, managing user accounts, and delivering excellent customer service to all team members. 

MAJOR DUTIES AND RESPONSIBILITIES

Duties and responsibilities of this role include but are not limited to the following:
• Provide first-level technical support to resolve service, hardware, software, and network-related issues for end-users. 
• Monitor and respond to Technology Services support requests through the ticketing system in a timely manner. 
• Configure, install, and maintain Technology Services equipment, including desktops, laptops, mobile devices, and peripherals for a remote, distributed workforce. 
• Assist with managing user accounts, permissions, and access across various systems. 
• Support Technology Services infrastructure, including networks, applications, and cloud-based services. 
• Collaborate with the Manager, Technology Operations to implement and maintain Technology Services policies and procedures. 
• Identify and recommend improvements to Technology Services processes and workflows. 
• Document technical issues and solutions to contribute to a knowledge base for future reference. 
• Assist with employee onboarding by setting up Technology Services resources and providing training on systems and tools. 
• Ensure Technology Services equipment and systems are secure and comply with organizational standards. 
• Support upgrades and deployments of new applications and services. 

CORE QUALIFICATIONS

• Minimum three (3) years' experience in Technology Services support or a similar role; OR
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum three (3) years' experience with Microsoft 365 applications and cloud services (e.g., Teams, Exchange, OneDrive).
• Ability to document technical solutions clearly and concisely.
• Must be authorized to work lawfully in the United States for The Battery Network, with or without sponsorship.

PREFERRED QUALIFICATIONS

• Experience administering Microsoft 365 (e.g., Entra, Intune, Defender, Purview, Exchange, Teams, and SharePoint). 
• Experience in Azure DevOps preferred. 
• Proficiency in troubleshooting hardware, software, and network-related issues. 
• Strong proficiency with Microsoft Office Suite. 
• Strong problem-solving and analytical skills. 
• Excellent communication and customer service skills. 
• Experience with cybersecurity awareness and best practices. 
• Experience working in a team-oriented, collaborative environment. 

SKILLS, KNOWLEDGE, & EXPERIENCE

• Experience with Technology Services support tools, such as ticketing systems, and remote desktop software. 
• Proficiency in troubleshooting and maintaining Windows operating systems. 
• Basic knowledge of ERP and CRM systems is an advantage.
• Familiarity with system integrations and cloud-based platforms. 
• Strong organizational skills with attention to detail. 
• Strong customer service skills. 
• A quick learner with the ability to efficiently learn business concepts and adapt to an innovative environment where processes may change. 
• Ability to manage multiple support requests effectively; ability to effectively prioritize and execute tasks. 
• Eagerness to learn and adapt to new systems and processes quickly. 
• Excellent time management and prioritization skills. 
• Strong interpersonal skills to interact with a diverse team. 
• Interested in and able to flourish in a mission-based organization where culture and values are paramount in importance. 
• Be eager to join a team that embraces diversity, equity and inclusion as core values and fosters a culture of collaboration and innovation. 

WORKING CONDITIONS

• This position is remote based within the United States. Candidates must be able to work from a U.S.-
  based location and be eligible to work lawfully in the United States for The Battery Network.
• Limited travel (estimated 3-4 times per year) as needed. Travel could include, but not be limited to,
  attending conferences, customer meetings, or team/organization-wide meetings.
• Standard work hours are Monday–Friday, 8 hours per day. Some roles may require additional hours during peak periods. We prioritize the quality and timeliness of work over rigid schedules and recognize the importance of connection, collaboration, and work-life balance. To support this, we offer flexible scheduling where roles allow, and in alignment with current policy, while ensuring operational needs and team collaboration are met.

ABOUT THE BATTERY NETWORK

At The Battery Network, we enjoy a culture of teamwork, innovation, and fun. Our team is the primary reason for our unique culture. We hire energetic and dedicated people who work hard every day to help us achieve our goals. Each one of our employees is a valued contributor, not just a number. We work in teams to benefit from our collective talents to make a real impact on the environment.
 
The way we operate contributes to the success of our employees and our organization. We also value the diversity of employees’ backgrounds and believe everyone’s unique perspective is critical to our success. Diversity and intercultural collaboration are fundamental to what we do. Our team has varied backgrounds, speak different languages, and are engaged in varied personal pursuits but all share a commitment to environmental sustainability, and each do their small part to improve our planet.
 
We are an equal opportunity employer and do not discriminate against otherwise qualified applicants on the basis race, age, color, creed, sex, religion, ancestry, marital status, national origin, disability, veteran status, or any other protected characteristic.
 
We value our employees. In keeping with our values, we strive to support our team members in and out of work. As part of this, we offer a strong, well-rounded benefits package. Our benefits support our employees’ health and wellness, time off, and productivity. Learn more at The Battery Network - Careers Page.